Re: Heat and Cable modem??

On Thu, 24 Aug 2006 10:09:03 -0700, "Warren" <wholzem@xxxxxxxxxxx>
wrote:

While it's true that as long as the splitter is there, it can't be
eliminated as a cause, that's not what I meant. What I meant was that if
it takes multiple exchanges before someone admits that yes, there actually
is a splitter there after first saying there wasn't, how can you trust
that you're getting accurate responses to any further questions.

Thanks. Initially I did say no splitters in the house thinking of only
inside, not at the outside wall. You are right "information was left
out".

When I did troubleshooting over the phone, we'd run into problems that had
symptoms of a loose cable, so we'd ask people to check the cable. It
wasn't unusual for people to only pretend to check the cable. Maybe it was
inconvenient. Maybe they were insulted that we'd suggest something so
simple to them, of all people. Maybe they were so invested in a theory
that it was something more complex than a simple cable. But they tell us
the cable was okay. Then we'd spend a great deal of time and effort
troubleshooting more unusual possibilities, but it was all a waste of
time. Eventually it would become obvious that they weren't really
following along anytime we suggested.

I can appreciate what your saying. I've had users with a "bad
monitor", only to visit and find it was not turned on. One recent call
to the cable tech just did not sit right with me and that was "your
modem is bad", before I could explain anything and without the tech
checking anything. That's what got me into the "heat" question
originally.

Today the tech, put me on hold while he checked the logs and agreed
the signal was jumping around. See my update that was positive.

So when you suggest a splitter, get told there are no splitters because
the person didn't want to check for splitters until it became obvious that
everyone else knew that there really is a splitter, then everything else
is a waste of time. The person isn't really interested in a solution.
They're interested in affirmation, and anytime you suggest something they
don't want the issue to be, it's as likely they're going to ignore your
troubleshooting suggestions because they don't affirm what they want the
issue to be, and true troubleshooting becomes a waste of time.

The other possibility is that if the person is so unskilled that they
can't recognize what a splitter is, then any real troubleshooting is going
to be too far over their head. It's like talking someone through surgery
when they don't even recognize what a scalpel is.

Either way, whether the person is only interested in troubleshooting that
affirms his preconceived theory, or if he just isn't smart enough to know
the answer to a simple question, further troubleshooting is just wasting
time. The likelihood of reaching a solution is about the same as the
likelihood of Tony Snow giving a direct answer to a direct question.

Save the effort to people who can answer a simple question honestly and
correctly without needing to be backed into a corner first.

And yes, it still could be the splitter that didn't initially exist.

I had a brain fart.

Thank you.

Oren

.

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